Workshop Description

At the Institute, you will learn how to diagnose and strengthen key weak spots in your service offerings

Finding out what your customers really expect - you'll understand how price can set expectations, how to recover disappointed customers and how to help your company see your service processes from the customer's viewpoint

Knowing how to develop quality service designs - "blueprinting" will teach you how to develop a visual representation of the key steps and internal relationships in your service process that can deliver highly satisfying services

Discovering the best ways to deliver to your services standards - you'll learn how to manage people to effectively keep services promises and how to use technology to engage your customers and enhance their service experience

Understanding the critical differences between your organization and world -class service firms - you'll learn key principles of companies known for their strong service cultures and their ability to create highly profitable service offerings

At the Institute, we will challenge you by:

Engaging you with renowned faculty and business presenters to keep you on your toes and ready to learn

Examining a business case and providing several hands on application exercises-we expect you to prepare in advance and pitch in to the discussion!

We ensure that you will be able to make the most of the networking opportunities by:

Limiting the number of attendees to a small group of executives from a broad spectrum of industries.

Encouraging you to work on team exercises that provide an opportunity for you to share ideas and immediately apply them to your business

Inviting you to participate in networking lunches and evening events where you can share ideas and experiences

You'll benefit most by attending this program if you are a...

Marketing, Operations or Business Development Executive

New Product or Service Developer

Marketing Manager

Customer Service or Customer Advocacy Manager

Strategic Planner

Business Development Manager

Service Operations or Service Quality Manager

Professional of any kind who must understand how to use services as a source of competitive advantage